The ease of deployment and usability of Cloud CRMs has encouraged SMBs
to implement CRM solutions. The need to be competitive and retain
customers drives SMBs to adopt e-business, social, and mobile
technologies, all of which broadly fall into the CRM domain. SMBs are
increasingly investing in customer facing mobile applications and
mobile-friendly sites. This helps customers perform functions such as
scheduling appointments, making payments, and accessing customer
service. The need to manage the multi-channel touch points that
companies rely on to reach customers are also fuelling adoption.

According to the report, the dot.com boom has helped the CRM industry
rejuvenate itself with cloud CRMs. Cloud CRMs, which accounted for more
than 40 percent of the CRM solutions sold in 2013, is the market's key
driver.

Further, the report states that the primary challenge to the Global CRM
market's success is user resistance. CRM users resist changes owing to
their lack of involvement in the development process and lack of
training.